Sr. Client Relationship Manager, Employee Benefits

Baldwin Group Colleague•Chattanooga, TN

About The Position

The Sr. Client Relationship Manager (Sr. CRM), Employee Benefits, serves as the primary relationship manager for a portfolio of mid- to high-complexity clients. The role oversees employee benefit programs, renewals, retention, strategic partnerships, and advanced service needs. Applying advanced benefits expertise, the Sr. CRM leads multi-year renewal strategy, ensures completion of compliance requirements, analyzes complex benefit trends, and provides proactive guidance to strengthen client relationships, satisfaction, and retention. The role operates with a high degree of independence, drives day-to-day client delivery, partners with Advisors on pivotal planning, and resolves escalated or highly complex service issues. It also mentors colleagues, contributes to process improvement, and supports a consistent “Peace of Mind” client experience. The Sr. CRM collaborates with the Client Executive, Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues. The position requires advanced analysis of benefits data and plan performance, strategic recommendations, sound judgment in complex situations, strong attention to detail, and the ability to manage competing client timelines. The role calls for credible, proactive communication with clients and internal partners, effective cross-functional leadership, long-term relationship development, and the ability to present complex information clearly to leadership, including C-suite audiences. A bachelor’s degree in business, insurance, finance, or a related field is required, along with a current state Life & Health license and 4–6+ years of employee benefits and account management experience. Professional designations are strongly preferred. The role also requires advanced knowledge of benefits processes, market dynamics, exposure analysis, funding arrangements, and renewal lifecycles. Preferred experience includes coordinating with offshore teams, shared service centers, or third-party partners.

Requirements

Bachelor’s degree in business, insurance, finance, or a related field.
Current state Life & Health license.
4–6+ years of employee benefits and account management experience, including client service, plan administration, and strategic benefits consulting.
Advanced ability to analyze complex benefits data, interpret plan performance, and deliver strategic, data-driven recommendations.
Ability to resolve escalated or highly complex client issues by evaluating multiple variables, applying sound judgment, and anticipating downstream impacts.
Strong attention to detail when reviewing complex deliverables, including renewal documents, enrollment files, and communication materials.
Ability to manage multiple complex client timelines, prioritize competing demands, and meet deadlines in a fast-paced environment.
Ability to build credible client and internal relationships through transparent communication, reliable execution, and proactive service.
Ability to collaborate and lead effectively within cross-functional teams.
Ability to maintain long-term client relationships, anticipate needs, address concerns, and support client retention.
Demonstrated reliability, integrity, follow-through, and clear communication about status and next steps.
Strong presentation skills and ability to communicate complex information clearly in writing and verbally to all leadership levels, including C-suite audiences.
Advanced understanding of employee benefits processes, market dynamics, exposure analysis, all funding arrangements, and renewal lifecycles.
Proven experience managing mid- to high-complexity accounts.
High proficiency in Agency Management Systems, Microsoft Excel, AI-enabled tools, and digital workflow platforms.
Strategic prioritization and time-management skills.
Ability to advise clients confidently on complex matters and earn trust through honesty, integrity, and authenticity.
Ability to solve problems collaboratively and build partnerships to meet shared objectives.
Client-focused approach to building relationships and delivering solutions that exceed expectations.

Nice To Haves

Professional designations are strongly preferred.
Experience coordinating with offshore teams, shared service centers, or third-party partners to support complex workflows is preferred.

Responsibilities

Foster and maintain strong relationships with assigned clients.
Interpret complex plan performance data and advise clients on plan design and coverage strategy.
Ensure compliance with federal and state regulations, escalating novel or enterprise-level scenarios as appropriate.
Lead full renewal strategy, including preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives.
Collaborate with Placement, Compliance, and Population Health teams to develop data-supported recommendations.
Prepare and deliver Quarterly Business Review insights, including dashboard interpretation, trend analysis, and strategic recommendations to improve program performance and client outcomes.
Review, refine, and approve employee-facing communication materials, including Benefit Guides, for accuracy, clarity, and alignment with client strategy.
Manage the client compliance calendar and ensure timely, accurate delivery of required notices, filings, and plan documentation.
Identify emerging compliance risks and advise clients on mitigation strategies.
Partner with Client Success Specialists, Advisors, and third-party partners to clarify data needs, monitor progress, and troubleshoot issues affecting timelines or strategic deliverables.
Resolve escalated enrollment discrepancies, eligibility questions, and coverage issues using knowledge of carrier processes and plan rules.
Manage complex exceptions and coordinate with carriers and clients as needed.
Plan, coordinate, and oversee deliverables across internal teams for renewal cycles, onboarding, audits, and other major client events.
Investigate and resolve complex billing issues, claim disputes, and endorsement requests with carriers and internal technical experts.
Identify service-delivery patterns and recommend process improvements.
Mentor colleagues and contribute to process improvement initiatives.
Coordinate with offshore teams, shared service centers, or third-party partners as needed to support complex workflows.